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Client Service Registrar
4 months ago
Position Title: Client Services Program Registrar and Backup Case Manager Department: Client Services - Outdoor operations Supervisor: Associate Director of Client Services FLSA: Full Time/Hourly/Non-Exempt Salary Range: $27.00 YOUR IMPACT: Under the general supervision of the Client Services Manager the Program Registrars (3 total positions) are responsible for providing exemplary service to Agency clients within our Social Services Departments. Ideal candidates are direct service social workers who will support the identification of those in need. As needed Registrars may provide approved information toward agency or community resources; respond to clients in crisis situations; and comes with the skill to collaborate and work within a variety of diverse public constituents. The Program Registrar will support clients experiencing multi-faceted issues. The Program Registrar will use a consistent and systematic set of practices to perform program registration of clients for services to be provided in the Drive Through Pantry and Financial Assistance operation. If Bilingual Bicultural Spanish or Cantonese/Mandarin This position will work with our Spanish or Cantonese/Mandarin Speaking population and will require a Bilingual Bicultural candidate who understands cultural issues and challenges in order to better serve this population of our client base. Program Registrars will support and assist all client services efforts as assigned including performing intakes, assisting at the front desk when there is a shortage of front desk staff and assist with trouble shooting any issues that arise with clients as instructed. Program Registrars may be asked to work Holidays, evenings or weekends as assigned to ensure service continues with special events involving client services. Must be available during the Holiday Season. Job Qualifications- Please note our preferred and in some cases required qualifications for this position: Education- AA in social work preferred. BA in social work, psychology or relate field. In some cases, related and comparable work experience may be considered in lieu of education requirements. Experience- Minimum 2 years of experience in the following:Social Work work or equivalent and a clear understanding of principles and procedures of social work management both in practice and administrative.Working with the public and other community organizations. Understanding of the local community, and the various services available for economically challenged populations.Inter-agency collaborations.Non-Profit experience working with underserved and transient populations; includes working with and understanding the local community and the various services available to homeless populations; Shelter facility case work;Working with populations who have co-occurring mental health, substance abuse and physical challenges; experiencing homelessness; victims of violence or trafficking. Skills and Expertise -Bilingual and bicultural English and Spanish or Cantonese/Mandarin is desired but not required. Must have excellent ability to read, write and speak/converse in Spanish or Cantonese if applicable. Must communicate effectively and clearly to Agency’s Spanish speaking or Cantonese speaking constituents.Demonstrated knowledge of Samaritan House’s target service population;Successful Crisis Management experience and conflict management skills.Strong Analytical skills.Excellent Communications Skills. Ability to communicate effectively both oral and written; bilingual/bicultural proficiency in English and Spanish or Cantonese is desired but not required. Ability to understand and follow oral and written instructions in an independent manner.Excellent Computer Proficiency with Microsoft Office Suite to include data entry and information management systems. Ability to quickly learn various computer programs, applications and databases such as Clarity Database Systems. Ability to use telecommunication applications as assigned- zoom, skype etc.Proven ability to conduct all business and interactions with all constituents in a highly ethical manner demonstrating high level of integrity. Strong ability to maintain confidentiality, comply with HIPPA privacy requirements and maintain appropriate professional boundaries with constituents.Excellent data management skills, strong organizational and time management skills, strong multitasking skills. Must be able to successfully manage various projects as well as maintain and manage accurate records and files in a timely fashion and be able to prepare any necessary data or reports requested.Demonstrated ability to exercise appropriate and sound judgment with tact and diplomacy both under normal and stressful situations. Must be able to maintain appropriate composure and professional demeanor when faced with escalated situations and must be able to de-escalate situations when needed in what can be often times a stressful and emotional work environment. Ability to establish and maintain successful and effective relationships with Samaritan House constituents. Must be able to work independently and collaboratively within a team. Excellent ability to deliver solutions-based approach to problem solving in a timely manner. Ability to be creative and show initiative. Ability to follow Agency Policies and organize required activities according to Samaritan House policies, procedures and best practices which include any related federal, state, or local agency requirement.Ability to provide outreach services include ability to drive to other locations- must have dependable transportation with insurance, and a clean driving record. Ability to meet deadlines and complete all work in a timely manner (within required deadlines).Ability to work flexible schedules, including evenings, holidays and/or weekends as needed. Work Environment References and back ground checks will be conducted by Samaritan House prior to employment. You must have the physical, visual and auditory ability to perform the essential functions of the job, ensure a safe/secure work environment and respond to any emergencies with or without reasonable accommodations. Regular and repeated use of motor coordination and hand motions for filing, computer data entry and writing. Candidate should have the physical ability to occasionally lift and/or move items (approximately 20 lbs.). Occasional sitting, walking, carrying, reaching, speaking, listening for extended periods of time. Work environment can be high stress and fast paced. This position will not require use of company mobile devices under normal conditions- position is essential onsite. This position will work primarily outdoors in drive through services. Essential Functions of the job Food Distribution · Stock all intake forms, and sign-in sheets daily · Stock diapers, wipes, etc throughout the day. · Greet clients, both in vehicles, and walk-ups. Request appropriate identification, determine their needs if other than food and direct to appropriate personal · Write down and approve client names and birth dates. · Register new clients as needed, or provide Intake form to update accounts as needed. · Remind clients that proof of address, and birth certificates for children under 18 are required. · Support Drive Through Pantry: One assigned registrar will lead and guide all volunteers and staff assigned to the Pantry Operation- please follow his lead and instruction · Support Cora’s Market: One assigned registrar will lead and guide all volunteers and staff assigned to the Market Operation- please follow his lead and instruction · Data entry every day to Clarity for new clients and/or updates. Scan all intake forms Financial Applications · Explain financial application requirements to clients · Once returned review financial applications with clients before accepting them. · Log in daily to Apply/Financial Assistance online portal to review applications · Review client documents and fill out the Housing Assistance Application Audit check list. · Scan 100% of all documents. · Send email to client if required outlining what documents are still required. · In Clarity, add the Service under Information section, add Note regarding what documents are missing, and upload all scanned documents. · Deliver all paperwork to a Case Manager. Forward online applications to case managers · If client is in EPA, Menlo Park, Burlingame, or Millbrae, an email gets sent with all documentation received after uploading in Clarity. · If client responds to email it gets forwarded to the Case Manager. · Provide active support to staff and other Client Service-related teams as assigned Other Duties · Deliver High Quality Client Services: Client services will be delivered with compassion for clients and for their crisis. All services to be provided within agency values, protocols, legal regulations and within professional boundaries to all. · If Bilingual: All services and essential job functions must be able to be delivered/performed in both English and Spanish or Cantonese successfully. · Provide appropriate client assistance, including but not limited to forms completion, and translation services, etc. · Manage client concerns/issues with supervisor input as needed. Trouble shoot issues and ensure to properly escalate to your supervisor when encountering difficult to manage situations with clients · Assist in the production of daily/month food and diaper reports · Ensure timely data entry and data quality standards are met · Meet regularly with staff as needed to discuss registrar operations, keeping supervisor and team informed and allowing for input. · Demonstrate and work within Samaritan House values in all dealings with all Samaritan House constituents including but not limited to clients, staff, leadership team, etc. · Represent the organization in a professional and courteous manner at all times. · Report and complete any necessary incident reports within 24 hours. Review the incident report(s) and discuss with supervisor, as needed · Attend trainings and meetings as assigned including but not limited to client service team meetings, agency staff meetings, etc. · Other duties as assigned. Backup Case Management Duties when requested · Deliver High Quality Client Services: Client services will be delivered with compassion for clients and for their crisis. All services to be provided within agency values, protocols, legal regulations and within professional boundaries to all. Services are to be provided in person unless under social distancing orders during pandemic follow agency protocols for telecommunications with clients. · If Bilingual: All services and essential job functions must be able to be delivered/performed in both English and Spanish or Cantonese successfully. · Conduct intakes and assessments and determine clients’ needs. · Develop effective case plans for clients. · Support clients in achieving their case plan goals. · Develop solutions for emergency problems, such as income, housing, health and transportation needs. · Provide crisis intervention as well as short and intermediate-term counseling. · Review and monitor progress, act as a liaison/advocate for the client. · Provide appropriate client assistance, including but not limited to forms completion, letter writing, translation services, etc. · Assist Supervisor in developing and implementing a comprehensive case-management program for all clients as needed. · Manage Case Files (both paper and digital) in an effective, timely and compliant manner. This includes but is not limited to closing out files within deadlines, maintaining audit ready files both hard copy and digital, and maintaining files according to federal, state, local and industry standards and regulations. · Manage and maintain complete, accurate and organized client files (paper and digital) including entering relevant data into necessary databases including Clarity, Homeless Management Information System (HMIS) and other appropriate data systems. · Case Mangers regardless of assigned program will support the front desk operations of the department as assigned including but not limited to client reception, telephone support, troubleshooting, intakes, and general customer service tasks. · Assist in preparing weekly, monthly, quarterly and annual statistical reports. · Assist in the production and analysis of reports to assess the effectiveness of case plans and client progress. · Manage client concerns/issues with supervisor input as needed. Trouble shoot issues. · Provide active support to clients, staff and volunteers and other Client Service related teams as assigned. · Provide recommendations for policy/procedural changes for case management and ensure the implementation of those changes. · Meet regularly with staff as needed to discuss case management operations, keeping them informed and allowing for input related to case management. · Ensure data quality standards are met. · Demonstrate and work within Samaritan House values in all dealings with all Samaritan House constituents including but not limited to clients, staff, leadership team, etc. · Represent the organization in a professional and courteous manner at all times. · Remain a resource to entire organizations Case Management / Social Work team to assist in debriefing client cases, providing coaching/mentoring on Coping Mechanisms and Resiliency. HOW TO APPLYSamaritan House is an equal opportunity employer. Interested candidates will be required to submit a cover letter and resume to: Samaritan House attn: Vice President of Human Resources 4031 Pacific Blvd. San Mateo, CA 94403 email: reply to this post No phone calls, please Because of the volume of applications Samaritan House receives, we regret we are not able to respond to every applicant individually. If your skills and experience are a good match for this position, we will contact you for an interview. If applicant is a referral, please include the name of the referral contact in your cover letter.
Company Description:
The Story of Samaritan House
Since 1974, Samaritan House has grown to become San Mateo County's leading non-profit that brings a new level of hope, dignity, and empowerment to people living in poverty as they fulfill immediate needs and guide people to self-reliance. Recognized as a role model in the community, Samaritan House is the largest food distribution agency in the county. Its other free servicesCompany DescriptionThe Story of Samaritan House\r
Since 1974, Samaritan House has grown to become San Mateo County's leading non-profit that brings a new level of hope, dignity, and empowerment to people living in poverty as they fulfill immediate needs and guide people to self-reliance. Recognized as a role model in the community, Samaritan House is the largest food distribution agency in the county. Its other free services include shelter and housing assistance; medical and dental clinics; clothes for children; personalized case management and much more. We do this with the help of an excellent team of dedicated staff and volunteers. People who come to Samaritan house are welcomed with a smile by friendly, helpful staff, which quickly builds trust and breaks down the stigma associated with being in need. They also discover that Samaritan House takes a holistic approach to poverty that goes beyond food, shelter and clothing. Serving a client is not a single transaction but the start of an on-going relationship to move individuals and families towards a status of self-reliance. At Samaritan House we strive for excellence and leverage community resources to find and implement creative solutions for our community’s needs. \r
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We believe in providing our team with supportive work environments and opportunities for development. We offer excellent opportunities for individuals with proven strong, creative, results-driven leadership skills and excellent work ethics/integrity. We welcome candidates who love working with people of diverse backgrounds who seek to make a difference by helping us create a caring compassionate community helping our neighbors in need. \r
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Mission:\r
We mobilize the resources of our community to help those among us who are in need.\r
Our dedicated professional staff and volunteers work together to provide food, access to shelter, healthcare, and a broad range of supportive services.\r
We preserve dignity, promote self sufficiency, and provide hope.\r
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Vision:\r
A community of hope through neighbor helping neighbor.\r
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Values:\r
We are community-based, volunteer-driven and non-profit.\r
We practice dignity and respect in all of our actions.\r
We leverage community resources for maximum effectiveness.\r
We find and implement creative solutions for our community's unmet needs.\r
We provide our core services without charge to our clients.
